Senior Provider Solutions Specialist

Responsibilities

• Leads and facilitates in implementation and support of systems and technologies deployed to physicians and physician offices.
• Provides Training and first level support for dictation and voice recognition technologies.
• Leads as a subject matter expert for installs and supports IT&S software per HCA and Division IT&S standards and guidelines, focusing on products HCA provides to support the physician community.
• Collaborates and leads discussions that promote process changes that improve the implementation, maintenance, and support of provider-facing equipment and technologies.
• Leads and monitors progress in testing physician-related systems for facility-specific requirements.
• Leads discussions and makes group recommendations to develop and deploy best practices for physician support.
• Proactively leads and rounds in the facility and physician practices to ensure physician support needs are identified.
• Provides physician technology support to facility-based and referring physicians.
• Collaborates with the Division Service Desk to coordinate physician and physician office service requests and incident resolutions.
• Reviews problem tracking databases and has the ability to track and analyze metrics.
• Documents interactions with physician and physician team to confirm needs are met and report issues to other teams.
• Analyzes and provides hands-on support for moderate to complex inquiries.
• Identifies and facilitates discussions with appropriate technical group or vendor to resolve the problem and coordinates as needed.
• Maintains and communicates trends and issues that may affect administration/physician relationships.
• Provides timely response and resolution to provider issues identified and reported in GrowthLink, as applicable.
• Serves as a lead or subject-matter expert for provider support to the Service Desk Community.
• Collects, validates, and appropriately routes documentation to support system access, confidentiality, information protection and security compliance.
• Affirms providers and staff have access to appropriate patient data.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Leads or facilitates access review audits.
• Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training.
• Contributes to division and facility strategic planning with regard to physician product lines.
• Acts as an advocate to Provider Support Specialists for physicians and physician office staff needs.
• Provides an overview of provider-facing technology solutions to Provider Relations team.
• Serves as a subject matter expect for all new provider-related applications.
• Leads discussions with Provider Relations and Medical Staff Teams to ensure the accuracy or physician data and physician group listings in HCA systems.
• Responsible for leading, planning, coordinating, developing, tracking and delivery of training for providers, hospital business partners, and physician office staff on new and current applications and workflows.
• Develops, maintains and customizes educational material for new HCA IT&S solutions and application enhancements to reflect facility or physician-specific needs.
• Prepares and delivers presentations, demonstrations, train-the-trainer, and special training courses as needed.
• Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions.
• Effectively communicates with customers, maintaining positive body language with confidence and patience.
• Follows up, post issue resolution, to complete customer service cycle.
• Seeks feedback though customer interaction to identify areas of improvement.

Training

• Develops, maintains and customizes educational material for new HCA IT&S solutions and application enhancements to reflect facility or physician-specific needs.
• Prepares and delivers presentations, demonstrations, train-the-trainer, and special training courses as needed.
• Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions.

Customer Service

• Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions.
• Effectively communicates with customers, maintaining positive body language with confidence and patience.
• Follows up, post issue resolution, to complete customer service cycle.
• Seeks feedback though customer interaction to identify areas of improvement.

Knowledge, Skills, and Abilities

• Organizational: Organize/prioritize tasks and maintain attention to detail.
• Leadership: Possess well-developed leadership skills; professional attitude and appearance; self-motivated and goal oriented; works independently with general supervision; acts as a resource for colleagues with less experience.
• Communication: Demonstrated ability to lead group discussions with clinical and information technology personnel verbally and writing; exchange information across department lines; working inside peer groups, facilitates Market communication, receiving guidance from supervisor.
• Customer Service: Broad experience in providing high-level service; lead discussions around providing quality customer service, orientation and/or training.
• Relationship Building: Demonstrated ability to establish and build strong relationships among facility leadership, physicians, and end-users; ability to work well with others and lead focused discussions that facilitate promote growth between business partners.
• Problem Solving: Analyze and handle multiple duties simultaneously and exhibit initiative; extensive understanding of workflow and how systems are used in physician practices; work assignments are more varied and more complex; knows and applies the fundamental concepts and principles gained through experience to solve a range of advanced/complex problems, taking a new perspective using existing solutions.
• Clinical/Technical: Extensive experience supporting clinical applications with physicians; broad expertise in using clinical information systems; demonstrated advanced computer skills.
• Healthcare Inspiration: Knows technology improves the patient experience; believes clinicians care for people better when armed with the right technology; provides tools caregivers need to do their best work; sees that technology applied to healthcare is meaningful… it matters.